PROFESSIONAL EXPERIENCE

Technical Support Representative || Grand Canyon Education        2021 - Current

• - Advanced understanding of Grand Canyon University’s systems and processes.


• - Successfully assisted associates and trainees with handling calls as well as managing their resources to allow for a productive workflow.


• - Completed certifications for my role including mentor training regarding GCE/GCU systems and processes.


• - Experience with TeleCom products and remote troubleshooting.

Retirement Service Associate || Infosys        2020 - 2021

• - Navigated databases and several work management systems to view, update, and create work items related to participant retirement and hardships cases


• - Supported company clientele through telecommunication services and met company activity standards of at least 70 cases per week through a work from home business structure


• - Mentored varying leveled associates in our US and Philippines offices on live training calls, conflict-resolution, and held impromptu video/audio training sessions using Microsoft Teams

Participant Service Representative || Vanguard        2016 - 2020

• - Educated national and international participants regarding IRS retirement regulations, specialized in hardship cases (i.e., death, natural disasters, medical emergencies)


• - Exceeded company standards for customer service through customer active listening, conflict resolution, and high knowledge of Vanguard products


• - Assisted team members by providing additional education on new internal processes through the creation of training material.


• - Coached monthly 13+ new hires and promoted employees by preparing a 2-week training regimen including but not limited to reviewing calls, operating Vanguards web applications, and deescalating customers to ensure quality compliance with FINRA.

Video Production Services || Sole Proprietorship Business        2012 - 2016

• - Developed 6 continual partnerships and over 15+ video and graphic based services to varying business clientele


• - Constructed and hosted business website to advertise services and interact with future and current clients


• - Collaborated with clientele to determine final product through consultation services, set mid-point meetings to review product samples\variations, and set final deadlines and budget service updates to maintain client goals


• - Created video and digital design products using a variety of equipment and tools– Canon cameras, DSLR, rigs, audio recording equipment, lighting equipment, and Adobe products (PremierePro, PhotoShop, AfterEffects)

Digital Arts and Media Lab || Glendale Community College        2011 - 2015

• - Mentored 50+ college students daily, of varying ages and skill, in utilizing software and hardware through their collegiate studies


• - Managed the installation of updates and software patches on a specified timeline for GCCs technology system


• - Executed technology testing and research for project-based assignments to meet the demands of GCC’s diverse colleges technology requirements for staff, faculty, and students